WhatsApp Business for Small Shops: A Practical Setup Guide

Set up WhatsApp Business properly — profile, catalogue, quick replies, labels and a click-to-chat link — and turn chats into customers.

By Nirmal Kanani · 2026-10-17 · 1 min read

In India, a customer's first message to a small business is very often on WhatsApp. If you are still using a personal number, you are making it harder for them and for yourself. WhatsApp Business is a free app built for exactly this.

1. Install it on a business number

Use a number you will keep for years and that appears on your shop board, Google profile and directory listings. Do not switch numbers later — every old listing then points to a dead end.

2. Fill the business profile

Add your name, category, address, opening hours, website and a one-line description. A complete profile shows a "Business account" label and reassures first-time customers.

3. Build a catalogue

Add your top products or services with photos, prices (or "starting at") and short descriptions. Customers can browse without asking "what do you have?" — and you answer fewer repeated questions.

4. Save quick replies

Create shortcuts for what you type most: your address and map link, prices, delivery or booking steps, UPI details. Type "/" and pick the reply. It saves hours every week.

5. Use greeting and away messages

A greeting message welcomes new chats; an away message sets expectations outside business hours ("We reply between 10am and 8pm").

6. Organise with labels

Label chats — New enquiry, Quoted, Advance paid, Delivered — so no lead gets lost between a hundred conversations.

7. Put a click-to-chat link everywhere

A link in the form https://wa.me/91XXXXXXXXXX opens a chat with your number. Add it to your Instagram bio, Google profile, website and your directory listing. Every verified profile on The Brands List has a WhatsApp button so customers can start a chat from the page — add yours.

Etiquette that keeps customers

• Reply within the hour in business hours, even if only to say you will check.
• Only message people who have contacted you or opted in; unsolicited bulk messages get numbers blocked.
• Keep voice notes short and send prices in writing.

Catalogue photo tips

• Shoot in daylight against a plain background; avoid heavy filters so colours look true.
• Use a square or 4:5 crop and keep the product centred.
• Write the size, material or weight in the description — it removes the most common questions.
• Update the catalogue when stock or prices change; an outdated price causes arguments.

Status, broadcast lists and what is allowed

Status updates are a free way to show new arrivals and offers to everyone who has saved your number. Broadcast lists send a message to many contacts individually, but only people who have saved your number will receive it — which is a built-in limit against spam. Never add people without their consent, and offer an easy way to stop messages ("reply STOP").

A simple order flow customers understand

1. Customer messages → greeting message appears.
2. You share the catalogue link or the items they asked about.
3. Confirm price, delivery time and any customisation in writing.
4. Share UPI details or a payment link; label the chat "Advance paid" when received.
5. Send a photo before dispatch and a delivery update after.
6. Ask for a review with your link or QR.

Measure it

Note how many new chats arrive each week and where they come from (Google profile, Instagram, board, directory listing). Ask new customers; this tells you which channels deserve your time.

Frequently asked questions

Is WhatsApp Business free?

The WhatsApp Business app is free to download and use. A separate paid Business Platform (API) exists for larger companies.

Can I use it with my existing number?

Yes, you can register your current number, but you should move personal chats to a different one first.

Tags: WhatsApp, WhatsApp Business, small business, customer service